AM.05

v1.0 - March 2024

Core Capability

Published

DCF Core Capability

As a 999 call handler,

I want the system to automatically identify the caller and log the call,

So that I can quickly access relevant information and provide effective assistance.

Acceptance criterion 1:

Given that the 999 call handler is permitted to log into the system,

When a call is received,

Then, the system should automatically identify the caller's phone number or location information.

And the system should log the call with the caller's identification information and the date and time of the call.

And the call log should be easily accessible for the call handler to retrieve and view the relevant information.

Standards Compliance

STD155 Exchange of location point
STD156 Unique Street Reference Number (USRN)
STD101 Unique Property Reference Number
STD157 Formatting dates and times in data

DCF Core Capability

As a 999 call handler,

I want the system to integrate with external caller identification services,

So that I can instantly see the caller's name, address, and contact information when a call is received.

Acceptance criterion 1:

Given that the 999 call handler is permitted to into the system,

When a call is received from a caller,

Then the system should automatically retrieve and display the caller's name, address, and contact information from the integrated caller identification service.

And the displayed information should be accurate and up-to-date.

And the 999 call handler should be able to easily view and access the caller's information during the call.

And the system should provide a clear indication if the caller's information cannot be retrieved or is unavailable.

Standards Compliance

STD155 Exchange of location point
STD156 Unique Street Reference Number (USRN)
STD101 Unique Property Reference Number

DCF Core Capability

As a 999 call handler,

I want the system to automatically populate the caller's information into the call log,

So I don't have to enter or search for their details manually.

Acceptance criterion 1:

Given that the 999 call handler is permitted to log into the system and the system is integrated with caller identification services

When a call is received,

Then, the system should automatically retrieve the caller's information from the caller identification service.

And the system should display the caller's name, address, and contact information on the call handler's screen.

And the displayed information should be accurate and up-to-date.

And the call handler should be able to easily view and access the caller's information during the call.

And the system should clearly indicate if the caller's information cannot be retrieved or is unavailable.

Standards Compliance

STD155 Exchange of location point
STD156 Unique Street Reference Number (USRN)
STD101 Unique Property Reference Number

DCF Core Capability

As a 999 call handler,

I want the system to categorise and tag the call based on the patient’s information

So that I can filter and prioritise calls quickly based on their urgency or specific requirements.

Acceptance criterion 1:

Given that the 999 call handler is permitted to log into the system

When a call is received,

Then, the system should automatically categorise and tag the call based on the patient's information.

And the system should assign appropriate tags such as "urgent" / "non-urgent" / "medical emergency" / "accident" / "fire" based on the nature of the call.

And the system should allow the 999 call handler to manually add or modify tags if necessary.

And the system should filter and prioritise calls based on these tags to identify urgent or specific requirements quickly.

And the system should provide a clear visual indication or sorting mechanism to highlight or prioritise calls with specific tags.

Standards Compliance

STD080 SNOMED CT: UK Edition

STD131 HL7 FHIR UK Core

DCF Core Capability

As a 999 call handler,

I want the system to timestamp and record the call automatically,

So that it accurately records when the call was received and how long it lasted.

Acceptance criterion 1:

Given that the 999 call handler is permitted to log into the system

When a call is received,

Then, the system should automatically timestamp the call, recording the exact date and time when the call was received.

And the system should start recording the duration of the call from the moment the call handler answers it.

And the system should accurately record the duration of the call, including any hold or transfer time.

And the recorded call duration should be easily accessible and viewable by the call handler.

And the system should provide a clear indication when the call recording is in progress.

And the system should save the recorded call for future reference and auditing purposes.

Standards Compliance

STD157 Formatting dates and times in data

DCF Core Capability

As a 999 call handler,

I want the system to automatically save and backup the call log,

So that I don't lose any important information in the event of system failures or disruptions.

Acceptance criterion 1:

Given that the 999 call handler is permitted to log into the system

When a call log is created or updated,

Then, the system should automatically save and back up the call log securely and reliably.

And the system should have a backup mechanism in place to ensure that the call log is not lost in the event of system failures or disruptions.

And the backup should be stored in a separate location or server to prevent data loss.

And the system should regularly and automatically perform backups to ensure the most up-to-date call log is preserved.

And the backup process should not interfere with the normal functioning of the system or cause any delays in call handling.

DCF Core Capability

As a 999 call handler,

I want the system to automatically generate a unique call reference number for each call,

So that I can easily track and reference the call throughout the handling process.

Acceptance criterion 1:

Given that the 999 call handler is permitted to log into the system,

When a call is received,

Then, the system should automatically generate a unique call reference number for that call that is alphanumeric and easily distinguishable.

And the call reference number should be displayed prominently on the call handler's screen and associated with the call log and all relevant information related to that call.

And the call handler should be able to easily reference and search for a specific call using the call reference number.

And the call reference number should be included in any communication or documentation related to the call, such as dispatching ambulances or providing updates to other stakeholders.

DCF Core Capability

As a 999 call handler,

I want the system to be able to digitally log calls,

So that I can validate the location of the caller / patient, update it and share with the dispatch crew.

Acceptance criterion 1:

Given that the 999 call handler is permitted to log into the system

When a call is received,

Then the system should allow the call handler to digitally log the call by providing fields or options to validate and update the location of the caller or patient.

And the call handler should be able to input or select accurate location information, such as address or Global Positioning System (GPS) coordinates and save this updated location information in the call log.

And the call handler should be able to easily share the updated location information with the dispatch crew, either through the system or other communication channels and provide a clear indication when this has been achieved.

Standards Compliance

STD155 Exchange of location point
STD156 Unique Street Reference Number (USRN)
STD101 Unique Property Reference Number

DCF Core Capability

As a 999 call handler,

I want to be able to digitally record information about a patient's condition,

so that I can have an accurate and up-to-date record of their medical incidence status.

Acceptance criterion 1:

Given that the 999 call handler is permitted to log into the system,

When a call is received from a caller regarding a patient's condition,

Then, the system should allow the call handler to digitally record information about the patient's condition by providing fields or options to input or select relevant medical information, such as symptoms, vital signs, medical history, and any other pertinent details.

And the call handler should be able to update and modify the recorded information as needed during the call or afterwards.

And the system should save and store the recorded information in the call log or patient's record.

And the call handler should be able to easily access and view the recorded information for reference or sharing with medical professionals.

And the system should provide an audit log / clear indication of when the information is recorded or updated.

Standards Compliance

STD062 NHS Number
STD064 NHS Number for Secondary Care
STD001 Accessible Information
STD018 Child Protection Information Service (CPIS)
STD036 Female Genital Mutilation (FGM-IS)
STD156 Reasonable Adjustment Digital Flag
STD029 Dictionary of Medicines and Devices
STD080 SNOMED CT: UK Edition
STD130 Global Medical Device Nomenclature (GMDN)
STD085 Core information standard
STD131 HL7 FHIR UK Core
STD169 Personal Demographics Service
STD170 Personal Demographics Service - SMSP API standards

DCF Core Capability

As a 999 call handler,

I want the system to be able to digitally log calls,

So that I can validate the identity of the caller / patient, record and track important information about each call.

Acceptance criterion 1:

Given that the 999 call handler is permitted to log into the system

When a call is received,

Then, the system should digitally log the call providing fields or options to validate and update the location of the caller or patient.

And the call handler should be able to input or select the accurate location information, such as address or GPS coordinates and easily share the updated location information with the dispatch crew, either through the system or other communication channels.

And the system should save and store the updated location information in the call log providing a clear indication / audit log of when location information is updated and shared with the dispatch crew.

DCF Core Capability

As a 999 call handler,

I want the system to securely store the caller's information and call log,

So that I can ensure compliance with data protection regulations and maintain the confidentiality of the caller / patient’s details.

Acceptance criterion 1:

Given that the 999 call handler is permitted to log into the system

When a call is received,

Then, the system should securely store the caller's information and call log to comply with data protection regulations, such as GDPR, to ensure the confidentiality and privacy of the caller's details.

And the system should have a data retention policy in place to determine how long the caller's information and call log should be stored with mechanisms for the call handler to access and retrieve the caller's information and call log securely as needed for legitimate purposes.

Acceptance criterion 2:

Given that the system should have appropriate security measures in place,

When information or data is stored,

Then the system should use encryption and access controls, to protect the stored information from unauthorised access or breaches.

And the system should have auditing capabilities to track and monitor access to the caller's information and call log.

And the system should provide a clear indication if there are any breaches or unauthorised access attempts to the caller's information and call log.

DCF Core Capability

As a 999 call handler,

I want to be able to record detailed information about the patient's condition or incident,

So that I can provide accurate information to the ambulance crew and prepare them for the situation.

Acceptance criterion 1:

Given that the 999 call handler is permitted to log into the system and record information about a patient's condition or incident,

When this information is required by Ambulance Crews,

Then the system should allow easy access and viewing of the recorded information for reference and / or sharing with the ambulance crew.

And the system should allow the call handler to communicate the recorded information to the ambulance crew securely and efficiently via a messaging system or by attaching the information to the dispatch request.

And the system should provide a clear indication when the information is recorded or updated.

Standards Compliance

STD062 NHS Number
STD064 NHS Number for Secondary Care
STD001 Accessible Information
STD018 Child Protection Information Service (CPIS)
STD036 Female Genital Mutilation (FGM-IS)
STD156 Reasonable Adjustment Digital Flag
STD029 Dictionary of Medicines and Devices
STD080 SNOMED CT: UK Edition
STD130 Global Medical Device Nomenclature (GMDN)
STD085 Core information standard
STD123 About Me
STD169 Personal Demographics Service
STD170 Personal Demographics Service - SMSP API standards

DCF Core Capability

As a 999 call handler,

I want the system to have integrated Global Positioning System (GPS) functionality,

So that I can accurately determine the caller's geographical location and relay it to the Ambulance Crew.

Acceptance criterion 1:

Given that the 999 call handler is permitted to log into the system,

When a call is received and the geographical location of the caller / patient needs to be shared with the Ambulance Crew,

Then the system should have integrated GPS functionality to determine the caller's geographical location accurately and automatically retrieve and display the caller's GPS coordinates or address based on their location so this can be relayed to the ambulance crew in a clear and efficient manner.

And the system should verify and confirm the accuracy of the indicated location information providing a clear indication when GPS functionality is used to determine the caller's location.

And the system should continuously update and track the caller's location if they are moving or if their location changes during the call.

Standards Compliance

STD155 Exchange of location point
STD156 Unique Street Reference Number (USRN)
STD101 Unique Property Reference Number

DCF Core Capability

As a 999 call handler,

I want the system to automatically display the caller's location on a map,

So that I can visually confirm the exact location and provide precise information to the dispatcher.

Acceptance criterion 1:

Given that the 999 call handler is permitted to log into the system

When a call is received,

Then the system should automatically display the caller's geographical location on a map based on their GPS coordinates or address.

And the call handler should be able to visually confirm the exact location of the caller on the map using tools or features to zoom in or out, pan, or switch between different map views to enhance the call handler's ability to locate and identify the caller's position.

And the system should allow the call handler to annotate or mark the map with additional information, such as landmarks or specific directions, to provide precise information to the ambulance crew.

And the system should continuously update and track the caller's location on the map if they are on the move or if their location changes during the call.

Standards Compliance

STD155 Exchange of location point
STD156 Unique Street Reference Number (USRN)
STD101 Unique Property Reference Number

DCF Core Capability

As a dispatcher,

I want the system to provide estimated time of arrival for the ambulance based on their current location and traffic conditions,

So that I can effectively manage the ambulance dispatch process.

Acceptance criterion 1:

Given that the dispatcher is permitted to log into the system

When a call is received and an ambulance dispatched,

Then, the system should provide estimated time of arrival for the ambulance based on their current location and traffic conditions using real-time traffic data or integration with a traffic information service to determine the current traffic conditions.

And the system should calculate the estimated time of arrival based on the distance between the ambulance's current location and the caller's location, taking into account the traffic conditions and enabling the call handler to inform the caller of the expected arrival time of the ambulance.

And the system should provide a clear indication when the estimated time of arrival is calculated and displayed.

And the system should continuously update the estimated time of arrival if there are any changes in the ambulance's location or traffic conditions.

Standards Compliance

STD155 Exchange of location point
STD156 Unique Street Reference Number (USRN)
STD101 Unique Property Reference Number
STD157 Formatting dates and times in data